Module opening scenario

Blessing supervises the morning shift at a small hotel.

One afternoon, the evening supervisor asks:

“Did Room 214’s complaint get resolved?”

Blessing replies:

“Oh yes, I think so.”

The evening supervisor asks:

“What happened?”

Blessing says:

“I can’t remember everything. The guest was upset about something in the room. I spoke to housekeeping.”

No note was made.

No handover was written.

Nobody recorded what the guest was promised.

Later that evening, the guest approaches the front desk and says:

“I was told someone would come back to me by 6:00.”

The evening supervisor knows nothing about the promise.

The guest becomes more frustrated.